Complaints

This profile includes complaints for Tervis Tumbler Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tervis Tumbler Company

  201 Triple Diamond Blvd North Venice, FL 34275-3634

• 

  Tervis Tumbler Company

  11621 S Cleveland Ave Ste 20 Fort Myers, FL 33907-2866

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As per Tervis's Privacy Policy I sent a do not sell and delete my personal data request on August 10, 2024 and have never received a response after confirming my email with ********. I sent another request on November 13, 2024 and have not received a response since confirming my email with OneTrust.I have sent 6 emails to ********************************** (as per Tervis's Privacy Policy) and have not received a response to any of my ********* per the ********************** Privacy Act I am asking that Tervis delete any/all information they have regarding me.Also, do not sell/share my information.

• Initial Complaint

  Date:01/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 12/9/24 (5 items, which were Christmas presents). They were supposed to be delivered 12/27/24-12/30/24. The company was shut down 12/24/24-1/2/25. I have still not received the products nor does the order status reflect any change since the original order. The company no longer has as phone # you can call. I've sent emails to their customer card email address AND I've submitted online forms multiple times (from 12/24 to now), probably 8-10 in total and have yet to receive any responses to any of them. I even posted a message to them on ******** but got an automatic reply. My credit card was charged for the order on the day I placed it (12/9). No one will tell me when I can expect to receive my order as no one will respond (it says to allow for 5 business days but I've allowed for many many more). I find this unacceptable, and very frustrating that I can't get in touch with them.

  Business Response

  Date: 01/23/2025

  We appreciate Ms. ***** taking hte time to reach out. Due to an equipment failure, we were unable to ship each order that was estimated to arrive for Christmas and we communicated this to customers on 12/20/2024 and 12/24/2024. We are very sorry Ms. ******* order did not arrive in time for Christmas.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22790616
  
  I am rejecting this response because not only was it not received by Christmas, it wasn't received for several weeks after.  And there was no way to contact the company other than send a message, which no one would ever respond to.  We finally got the order but I am very disappointed in the service.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/08/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early Dec 2024, I ordered a set of custom Tervis tumblers and paid extra for "expedited" shipping to ensure arrival before Christmas.I received an approval email (regarding the customization of the glasses) and an acknowledgment that my order was ready to be produced.After hearing nothing from Tervis for several weeks, I attempted to reach out several times to get the status of my order (which there was none). Then I received a notification that the Tervis' customer service team was OOO from Dec 24~Jan 2. Jan 7, I finally received an automated email notifying me that my order was prepared for shipping..?I have submitted countless contact forms and attempted to call the business - and I have received no response from a person at Tervis and the phone lines have been "turned off as Tervis is not taking inquiries directly right now". I paid extra for the expedited shipping, and the entire order was three weeks past the deadline. Frankly, I want a full refund for everything, but there's literally no way to get in touch with this company. At the very least, I should be refunded for the "expedited" shipping.???I'm disgusted with this business and its lack of customer service - and I have tried countless times to contact someone. I understand the holidays are crazy for retailers but you can't just ignore customers with obvious issues - issues that you guaranteed wouldn't be a problem.

  Business Response

  Date: 01/23/2025

  We appreciate Ms. ***** taking hte time to reach out. Due to an equipment failure, we were unable to ship each order that was estimated to arrive for Christmas and we communicated this to customers on 12/20/2024 and 12/24/2024. We are very sorry Ms. ******* order did not arrive in time for Christmas. We show our ************* team has been in contact with her and the requested resolution was processed on her account. 

• Initial Complaint

  Date:12/23/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 17 Christmas gifts on Dec 2nd 2024. Their website says For delivery by 12/25, place your order by the suggested dates below, and the date for my type of order was 12/03/2025. On December 18th I attempted to get hold of the company for an update. Their phone number says they are not taking customer calls and to use email. I emailed them Dec 18, Dec 20 and today Dec 23, all without a response. I was able to contact them via chat on Dec 20th and was assured I would be getting an email with an overnight tracking number by Dec 21st at the latest. Nothing. I am back on chat right now, Dec 23rd, and they still do not have tracking numbers and just stated they won't get these to me by Christmas. They have had ample opportunity to reach out/respond to ANY of the forms of communication to let me know delivery by Christmas was questionable. And Never Did. I spent over $330 for 17 Christmas gifts that I don't have, and now have no chance to replace.

  Business Response

  Date: 01/23/2025

  We appreciate Ms. ***** taking the time to reach out. Due to an equipment failure, we were unable to ship each order that was estimated to arrive for Christmas and we communicated this to customers on 12/20/2024 and 12/24/2024. We show our ************* team chatted with Ms. ***** on 12/20 and 12/23 as well as multiple email replies. We are very sorry Ms. ******* order did not arrive in time for Christmas. 

• Initial Complaint

  Date:12/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Tervis via email (since their customer service phone number does not work) as soon as I received the order of 2 Frozen **** tumblers for a return label stating I could not accept items because they came without any retail packaging or barcodes, and came in an open plastic baggie. I cannot give these as Christmas gifts because they looked like theyre used and like I said theyre not in any retail packaging. One is scratched and has chipping paint. They were improperly packed for shipment and gifts. I did get a response from Tervis asking if I wanted an exchange or refund but as I already stated in my original email, I want a refund and I was told they would send me a shipping label and they have yet to do so. I would like an RMA number and a *** return label so I can track their return. Regardless. I do not want the product as I can already see quality is not good and I cant give these as gifts. I want to return for full refund. Its hard to communicate with Tervis because they dont have a live working customer service phone number and they are extremely slow to respond to emails and you go in circles with Tervis. Its like Tervis purposely makes it difficult so youll just keep the product. I already got an email saying they would refund it and send me a shipping label but my request for getting that shipping label goes unanswered.

  Business Response

  Date: 12/23/2024

  We appreciate Ms. ****** taking the time to reach out.Our ************* team has been in contact with Ms. ****** several times over the last few weeks. We have advised items ordered from our website do not come in retail packaging nor have price stickers, and all items are new and unused. After this was explained, ********* stated the items were damaged and we have asked for photos to be emailed to us showing the areas of concerns but have not received a response. Please email the photos to *************************************** so we may further assist. Thank you.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22706319
  
  I am rejecting this response because:  my first email response I got from Tervis in an email said that they would send me a *** label and I could return the items for a refund. They also asked if I wanted a replacement but I said no I want a refund. I want to send them back and I want a refund, which I said in my very first email. I never received a *** return label, so I continued to ask for a return label and thats when Tervis suddenly wanted me to send pictures. They had already agreed to send me a *** label and refund it in the very first email and Ive been waiting for my *** label.  It doesnt matter if I send pictures or not, because I dont want the product because they are not in any retail packaging for gifting to someone, which Tervis has now admitted to in the response to this complaint. I bought these for gifts, but because they are not in any retail packaging, they have no barcodes someone could think that Im regifting something to them and I dont want that and one is scratched and paint is chipping off of one of them. pictures are pointless because I want to return them for a refund and when Tervis gets the return they can look at them all they want up close and personal. I asked for it as soon as I received the product so i should be well within their return policy I cant gift something that doesnt come in retail packaging or barcodes or anything to give someone it is not gift able. And if I were to gift it to someone and they didnt want it how in the heck could they return it? Its a struggle to get Tervis to take a return. I just want to return the product and get a refund if Tervis is not going send me the *** label as promised in their first email sent to me then I will pay for the return, but I need to know a shipping address to ship them back to you for a full refund. This is crazy to go through this much trouble to get a return address or a *** label to ship product back for a full refund. I reached out to Tervis as soon as I received the product so it should be well within their return policy. I also have the original email where they said they would send me a return for refund. I cant even get a return shipping address from service to send back the product. I dont want their product as it does not come in any retail packaging or with barcodes or any way for someone to return gift if they dont want it. Ive said this repeatedly I just want to return the product. I no longer want it. The customer service is not good and theres no way for someone to give it as a gift and have them return it if they dont like it. How many times do I have to say I dont want the product and want to return due to no retail packaging and poor quality? I dont get it! I just want a return label like they promised they would send me in the very first email Tervis sent me. Thats all I want. I want to return the product and get a refund. I dont want the product. I cant even get an address to return it to for refund. This is getting ridiculous. Tervis is purposely making the return difficult. Tervis couldve already sent me a return label and they wouldve already had the product back and they could have looked at them all they wanted, restocked them or given them to someone else who finds this acceptable. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tervis Tumbler offers a lifetime guarantee, the terms of which changed *after* my purchase and they refuse to honor the guarantee to replace the tumbler. I provided all relevant details and have already spent far too much time trying to get them to honor their own guarantee. It is quite sad and annoying theyd drive a customer to have to go this far for a lifetime guarantee. Cup had a broken seal, cup had cracks, and got severely damaged as a result. Just because the terms of their LIFETIME GUARANTEE changed AFTER purchase does not mean they arent obligated to honor the prior guarantee. It is nothing short of pathetic it takes all this effort and time to have aforementioned LIFETIME GUARANTEE honored. ******** customer service. The *********************** structural integrity was compromised due to a lack of proper quality workmanship and craftsmanship and was destroyed as a result of such. I have simply requested - and I am still, somehow, requesting - the still intact internal pattern to be placed into a new cup, at their expense, as per their *lifetime* guarantee.

  Business Response

  Date: 11/01/2024

  We appreciate Mr. ****** taking the time to reach out and are sorry to hear he is unsatisfied with the level of service provided by our ************* team. Our Classic drinkware Guarantee covers defects in workmanship and material and has not changed. Mr. ****** initially reached out as he was inquiring if his tumbler would be covered stating "I accidentally left it on a loose spot of my lawn mower while sweeping the leaves (I live in ************). My faithful cup got run over by the wheels on my leaf sweeper and is now completely broken and shattered.". Damage such as this falls outside of our Guarantee and does not qualify for replacement. We responded to his initial email informing him his tumbler is not covered. Mr. ****** responded informing us he previously met the owners of Tervis and unless we offered a replacement of his tumbler, he would be escalating this further. The ************* Manager responded to Mr. ******** email confirming his tumbler does not qualify for replacement under the Guarantee that was put in place by the owners of the company and extended a courtesy discount for a future purchase. More information regarding our Guarantees may be found on our website, ****************************************************************************;

• Initial Complaint

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/16/24 I returned three 16oz. glasses to Tervis for replacement under their lifetime warranty. The guarantee replacement form number they provided is *******. They stated it could take up to 90 days. ( I have used this warranty in the past and it took approx. 3 weeks) but I have waited the 90 days and no response. I tried contacting them but they now have no phone number for the warranty ***** I contacted them via email on 10/16 and received an automated email that they would respond as soon as possible. I am seeking my replacement items or monetary reimbursement so I can replace the items.

  Business Response

  Date: 11/05/2024

  We appreciate Ms. ******* taking the time to reach out. We ask customers to allow up to 90 business days for processing and have the processing times posted on our website. We are working to reduce this timeframe and show Ms. ********* tumblers were processed yesterday and should be shipping in the next 3-5 days. Thank you. 

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22458734
  
  I am rejecting this response because Tervis jumped on it and said they did not have proper address.  I provided them with a copy of the replacement form that clearly had my address listed.  Next they email me that it was on it's way and provided me with a tracking number.  I had provided a residential address.  Their tracking shows it was delivered to a front desk and signed by ***.  There is no front desk and there is no ***.......so 121 days later, I still do not have my warranty items.  I am requesting they send me my three 16oz tumblers as requested in the original request.  121 days is over 1/3 of a year and totally unacceptable.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/13/2024

  We appreciate Ms. ****** for taking the time to respond. Your package shipped ************, where *** delivers the package to the local post office and **** will complete delivery to your home. Reviewing the tracking, your package was delivered to the **** Office at ************************************************************************************ yesterday Nov. 12 and showing your tumblers are currently out for delivery with your local postal carrier. The **** tracking number may be found under the *** tracking number and clicking Shipment Details. 

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tervis tumbler offers a lifetime warranty on their products. On 6/20/24, I returned 4 Tervis tumblers to the company for warranty replacement. My **** tracking number is ********************** and they received the defective tumblers on 6/22/24. I have not received my replacement tumblers and I have contacted Tervis but they have failed to give me a response.

  Business Response

  Date: 10/14/2024

  We thank Mr. ******* for taking the time to reach out. We are currently running approx. 90 business days for warranty processing. When visiting our Guarantee page, we list the current processing times for tumblers sent to us for replacement and the past several months this timeframe has not changed. Based on the timeframe Mr. ********* tumblers were received we anticipate his tumblers being processed the end of October/beginning of November. Reviewing his account, we responded to Mr. ********* email 9/12/2024 regarding the status of his tumblers and do not show any further communication received from him. Rest assured we are working to process tumblers as quickly as possible, and we will email Mr. ****** an update as soon as his tumblers are processed. We appreciate Mr. ********* patience and understanding. Thank you.

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22405780
  
  I am rejecting this response because it is ridiculous to have to wait 90 days to receive a replacement from a company who offers such poor customer service.  I have bought ********************************************** for 40 years and they have always been prompt if we have a warranty replacement.  What has happened to such a great company that is so poorly managed!!!!!
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/15/2024

  We appreciate Mr. ******* taking the time to respond and are sorry to hear he is unsatisfied with our previous response. We do everything in our power to educate our customers regarding our warranty process prior to them mailing in their drinkware for replacement. At the top of our Guarantee page, the first thing we communicate to customers is the current processing time so customers are aware how long it will take before their tumblers are returned to them. The timeframe has been 90 business days since early summer due to an unexpected warehouse move, and more recently Hurricane ****** and Hurricane ****** which impacted our operations for several days. Rest assured we are working hard to reduce this timeframe. As soon as Mr. ********* tumblers are processed, we will email him a status update including a tracking number so he can track his package as it makes its way home. 

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business provided Lifetime Warranty for manufacturing failures; the plastic mug developed a leak at a sealed seam. It was sent to them on August 1, 2024, I request that they send my replacement or payment for the shipping and original cost of the 16 oz. mug, $25.00

  Business Response

  Date: 11/01/2024

  We appreciate Mr. ******** taking the time to reach out.  We are currently running approx. 90 business days for warranty processing. When visiting our Guarantee page, we list the current processing times for tumblers sent to us for replacement and the past several months this timeframe has not changed. Based on the timeframe Mr. ********* tumblers were received we anticipate his tumblers being processed mid-December.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I followed instructions on the Tervis website to get warranty replacement on 4 cups. The local store is no longer in business so I needed to ship to them per my call to their offices in May 2024. I paid $20.99 on May 10, 2024 for shipping of these items. I have attached to this complaint a copy of the form I completed on their website in May. It does not say anywhere that there is a certain time frame for their response. I have also included the confirmation number on the resulting sheet from that form being completed. Also, I have attached the *** receipt showing when it was sent to Tervis. After ample time passed, I called their company and was told they were behind a bit and to allow 90 days to process. I waited the 90 days and called again and was told it was 90 BUSINESS days. The woman claimed this was on their website but as you can see from my screen print when the claim was filed, there is no mention of this. After 90 business days, I called and got a recorded message that they were no longer taking inbound phone calls. I completed an inquiry on their website and received no response. After I sent two emails about a week apart, I received a reply that they were working on it and to allow 90 business days. That timeline was already long past. I responded to the email asking for a more specific idea of when I will receive my product. That as a week ago and I have had no other replies. Today, I received an email that states they need 90 business days (this appears to be a form letter, not specific to my inquiry). The email says "...we include the current processing time at the top of our Guarantee page" which is not true. Today I checked their warranty page terms and conditions and it does not say anywhere that there is a 90 business day turnaround time (a screen shot of today's visit to their site is attached. So, now I am out of 4 cups (a 24 oz cup and 3 - 16oz cups) for a value of $70.96 at current prices, plus $20.99 for shipping to their warranty office.

  Business Response

  Date: 11/01/2024

  We appreciate Ms. ******** taking the time to respond. Our records show Ms. ********** tumblers have been processed and delivered back to her. We apologize for the delay in processing. 

  Customer Answer

  Date: 11/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did finally send my products last week. 
  
  Sincerely,
  
  ******* *****